Manager, Tower Operations

Capital One; McLean (VA); On-site; USD 164,800 - 188,100; Full time

Benefits offered by this job

Performance-based incentives

Comprehensive health and financial benefits

Job summary

A leading financial services firm is seeking a Manager for Tower Operations in McLean, VA. This role involves developing strategies for supporting a thriving culture, engaging associates, and managing business operations initiatives. Ideal candidates will have extensive project management experience, strong communication abilities, and a knack for problem-solving. Salary range is $164,800 – $188,100 with potential incentives. Join a mission-driven team to help transform banking for good.

Qualifications

• Minimum of 4 years of process or project management experience.
• At least 1 year of people management experience.

Responsibilities

• Work closely with the Chief of Staff to develop a support strategy.
• Drive Associate Experience (AX) & Engagement strategy.
• Manage strategic business operations initiatives.
• Provide tactical thought partnership to drive project delivery.

Skills

Project management

Communication

Problem-solving

Collaboration

Operational expertise

Discretion handling sensitive issues

Education

Bachelor’s Degree or Military experience

Job description

About the Company

At Capital One, we’re building a leading information‑based technology company. Still founder‑led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We’re succeeding because they’re succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we’re on a quest to change banking for good.

We’re currently seeking a Manager, Tower Operations to partner with the Chief of Staff of our Bank, Business, and Card Experience Design team.

Role Expectations

The role of Tower Operations is largely about relationships. This person is a connector for everyone else in the organization and operates as a key partner for the Chief of Staff. You’re great at balancing the big picture and can recognize overlaps in plans, processes, people, and many other facets of a functioning organization.

We are looking for a passionate and seasoned team member who loves diving into ambiguous and challenging problems to deliver customer, business, and associate impact. As the Manager of Tower Operations in our Chief of Staff office, you will be a key contributor on the team that creates the systems, strategies, and the operating rhythm that enable a team of design associates across the entire Bank, Business, and Card portfolio. This role includes oversight of key initiatives where central coordination is key for well‑managed delivery, including associate experience and engagement, performance and talent management, and business operations. The ideal candidate will have an exceptional track record of building strong partnerships, demonstrated success in critical thinking and problem solving, and ability to balance critical priorities across a wide range of responsibilities.

What you’ll do

• Work closely with the Chief of Staff to develop and manage a strategy for supporting a thriving and supportive culture, and actively participating in shaping it.
• Drive our Associate Experience (AX) & Engagement strategy, inclusive of our approaches to Learning & Development and recognition, in close partnership with the Chief of Staff.
• Assist with our Talent & Performance Management planning and delivery, managing the timeline and communication plans.
• Manage strategic business operations initiatives and assist with the creation and oversight of standards, policies, and guidance.
• Provide tactical thought partnership to drive project delivery based on defined priorities scope of deliverables, timelines, and budget; ensure alignment; identify dependencies, risks and issues and mitigate and/or elevate as needed.
• Experience in discretion of handling highly sensitive issues.
• Operate at tactical, strategic, and operational level.
• Create and maintain playbooks, processes, and documentation that are durable and repeatable.
• Handle oversight of special projects that don’t fit into traditional workstreams.
• Lead special projects autonomously through partnership with design leaders and cross‑functional partners (Design Operations, Talent, Finance, etc.).
• Align operations and routines, with strategy and ensure alignment to organizational goals.
• Develop relationships across the organization to be able to act as an informed and helpful sounding board and thought partner.
• Support associate engagement and contribute to events and culture efforts.
• Provide change management support to critical operational efforts.
• Build and maintain effective, scalable processes to manage operational routines.

Expected Competencies

Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One.

Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes the team feel valued and heard.

Human‑Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations.

Business‑Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges.

Problem‑Solving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses, generate insights and diagnose root causes and identify patterns.

Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design.

Communication: Present work across levels and job functions, modeling a strategic human‑centered approach that integrates frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results.

Basic Qualifications

• Bachelor’s Degree or Military experience
• At least 4 years of process or project management experience
• At least 1 year of people management experience

Preferred Qualifications

• Strong project management and organizational skills. Meticulous attention to detail.
• Excellent written and verbal communication skills.
• Ability to maintain discretion in handling highly sensitive issues.
• Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization.
• Demonstrate strong stakeholder management skills.
• Familiarity with program management methodologies and tools.
• Experience partnering across teams to shape strategy and operating models.
• Experience working collaboratively in global organizations with multiple stakeholders and diverse communities.
• Experience working directly with designers, researchers, and strategists.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

McLean, VA: $164,800 – $188,100 for Manager, Chief of Staff
New York, NY: $179,700 – $205,100 for Manager, Chief of Staff

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long‑term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well‑being. Learn more at the Capital One Careers website. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail].

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/veteran) committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23‑A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901‑4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you require an accommodation during the recruiting process, please contact Capital One Recruiting at 1‑800‑304‑9102 or email [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Capital One does not provide, endorse nor guarantee and is not liable for third‑party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).